Question Internet Keeps Disconnecting Since 3 Months

[an2_fr]

Hello, so I am asking because my ISP has not found the solution yet.

In my house we have been experiencing with internet micro cuts since 3 months every single day. Last month we decided to contact the ISP to ask for help, since it is very frustrating that every day at certain hours we have internet disconnecting for all devices connected to the network.

Here are the "fixes" that the ISP gave us (with no impact, because this is still happening):

- Disconnect, wait, and re connect the gateway.
- Changed the gateway.
- Changed the gateway's charger.
- Changed two coaxial cable splitter (one inside the house, the other placed at terrace), image below only illustrative (because we had tv decoders installed on some room's house, but we then remove them).

https://imgur.com/a/7snnpuO

- All the fiber optic cables were replaced with new ones in the house.
- The network name changed after the gateway was changed, so all the devices must be re connected to the new network.
- One of the technician added the 5G network (2.4 and 5 GHz), then other technician removed it.

Here is a list with the specifications:
- We live in a house with small houses inside. We are the only house that has this problem.
- The micro cuts occur 90% between 9 am to 5 pm, every day since ~3 months.
- Almost every 5 minutes the signal goes out in all devices connected to the same network (the one that the ISP provide us). This includes smartphones, laptops and the telephone connected via cable to the gateway.
- We don't have ethernet cables connected.
- The gateway is always at the same place of the house. Never changed its position.
- The ISP is Telecentro (Argentina).
- The gateway model is Sagemcom Fast 3896 TLC v2 (found here: https://drinia.tech/product/sagemcom-fst-3896/ and the specs here: https://www.manual.ar/sagemcom/fst-3896-sum/manual).
- In the attached videos you can see the dance of lights that the gateway has (I don't remember if they were all of them, but I recorded some):
1)

https://imgur.com/5eLcEVK

2)

https://imgur.com/a/tq3Bi9W

3)

https://imgur.com/a/ty3dbaa

What is the real problem?
The ISP refuses to inspect the cables outside the house i.e. on the street. We have called like 5 times and 3 technicians have been on the house, they did the "fixes" but the problem persists. From the center information, they "see" the micro cuts, but they say they can't send a crew to check the outside cables, which seems absurd to me, if they've already tried everything inside the house.
Apart from that, I think the most likely thing is that some bad neighbors hung up on our internet, and during the hours of highest use they caused the signal to generate micro cuts. The weird thing is that it almost never happens at night.

What can be the real problem? Please let me know if you need further information.

 

[bill001g]

I have not seen much on that brand of modem/router. Most modems give you the ability to see signal levels. You should find a menu that show the up and downstream signal strength and SNR numbers. The exact values that are recommended vary a bit based on the type of docsis the ISP is using. You will find charts that show the recommended values.

If these are way out of spec it can cause the line to drop.

Most these type of devices also have logs so you should be able to find a reason that it restarted. It is fairly common for a cable modem that is getting poor signal levels and getting too many errors to give up and go back into its training mode. Hard to say exactly what the lights on your modem mean but it is likely reestablishing it connection with the ISP when it is doing that.

In most cases it is the wires outside your house. All it takes is a small amount of dirt or water in one of the splices between your house and the ISP fiber cabinet to cause you big problems.

It can of course be splitter or splices inside your house but that is not as common. When you find the menu with the signal levels try to then connect the modem to the cable coming into the house. Remove all the splitters and try to connect as close as possible to where it comes into the house. It is not likely realistic to leave the modem at that location permanately but it will give you a good indication of how much signal loss is being caused by your in house wires. The ISP designs the system assuming you will have some loss but if the signal coming to the house is already on the limit the extra wires in the house might push you past the recommended numbers for a stable connection.

 

[an2_fr]

Thank you @bill001g for a technical answer! However, I am not that level of technicality, so could I ask you to clarify your answer a little more for a newbie like me?

I have not seen much on that brand of modem/router. Most modems give you the ability to see signal levels. You should find a menu that show the up and downstream signal strength and SNR numbers. The exact values that are recommended vary a bit based on the type of docsis the ISP is using. You will find charts that show the recommended values.

Where can the signal levels be seen?

Most these type of devices also have logs so you should be able to find a reason that it restarted. It is fairly common for a cable modem that is getting poor signal levels and getting too many errors to give up and go back into its training mode. Hard to say exactly what the lights on your modem mean but it is likely reestablishing it connection with the ISP when it is doing that.

But it is weird that 90% of the time the problem occurs from 9am to 5pm, outside that range there is no problem (like now, we have stable connection), isn't it?

In most cases it is the wires outside your house. All it takes is a small amount of dirt or water in one of the splices between your house and the ISP fiber cabinet to cause you big problems.

As mentioned before, at night it rarely cuts. Also, the ISP does not want to inspect the box outside the street. It's really disturbing.

It can of course be splitter or splices inside your house but that is not as common. When you find the menu with the signal levels try to then connect the modem to the cable coming into the house. Remove all the splitters and try to connect as close as possible to where it comes into the house. It is not likely realistic to leave the modem at that location permanately but it will give you a good indication of how much signal loss is being caused by your in house wires. The ISP designs the system assuming you will have some loss but if the signal coming to the house is already on the limit the extra wires in the house might push you past the recommended numbers for a stable connection.

Sorry but I am not on that level to fully understand what do you want me to do. If you could specify more, I will be happy to do it